Zoom is spreading a clear message at Zoomtopia 2025: it’s a platform built for people.
Employees, entrepreneurs, creators, educators… they’re the ones driving progress every day.
For Zoom, that makes it different. It believes that Microsoft builds for IT and procurement, while Google bundles collaboration into its suite. Yet, it aims to deliver for the user.
For that reason, Zoomtopia’s theme is all about connecting people to progress.
That theme runs through all of Zoomtopia 2025’s announcements, with the top ten outlined below, starting with those that matter most to customer experience teams.
1. Zoom Bolsters Its Contact Center Partnerships with Salesforce & ServiceNow
As the Zoom Contact Center has surged, customers have requested tighter integrations with their customer support CRMs.
Zoom has acted by partnering with prominent CRM providers and embedding its contact center tooling within their solutions.
Its latest move is to make its real-time transcription, unified routing, and AI assistant technology available in Salesforce Service Cloud.
As a result, it delivers a unified agent experience (less Alt+Tabbing), consolidates support data, and lowers management burdens, as the two platforms overlap.
Zoom had previously launched a similar unified CCaaS-CRM offering with ServiceNow: Unified Engagement from Zoom CX and ServiceNow.
Yet, it has now taken this relationship further by launching an agent-to-agent integration, enabling AI Companion and Now Assist Agents to work together to solve cases.
As such, a contact center rep may communicate with a Now Assist Agent via the Zoom AI Companion interface and automate tasks in another part of the business that lead to a successful resolution. That’s an exciting new capability.
2. Zoom Debuts a New Conversational Intelligence Solution
Zoom CX Insights is a new addition to the enterprise communications giant's CCaaS platform, offering a native conversational intelligence solution.
Yet, this isn’t just another dashboard filled with overwhelming amounts of data and information. Instead, it’s interactive.
As Michelle Couture, Global Product Marketing Lead for Zoom CX, summarized:
Leaders, supervisors, and managers can simply ask questions in plain language to uncover trends, spot issues, and coach their teams, without waiting on analysts or digging through complex dashboards.
Also, Couture suggests that CX Insights can deliver prescriptive guidance to help reduce churn, improve self-service, and boost overall customer satisfaction.
By taking this step and pulling together data to recommend specific actions that will improve customer, agent, and business outcomes, Zoom aims to lead the future of contact center reporting.
3. Zoom AI Expert Assist Goes Agentic, While Its Virtual Agent Also Gets a Big Boost
Zoom AI Expert Assist, its assistance solution for contact center reps, has gone agentic.
As such, with rep supervision, AI Expert Assist can take context from the session, reason with that context, and complete workflows on their behalf.
So, instead of just recommending a next best action, Agentic AI Expert Assist will offer to perform it.
The Zoom Virtual Agent (ZVA), its customer assistance solution, went agentic in June. Yet, its latest upgrade takes this further, as Couture noted:
Powered by stronger models, it delivers smarter reasoning, more accurate responses, and the ability to manage more complex interactions.
Zoom is extending that foundation with new capabilities, including the integration of ZVA into its contact center quality management solution. That’s significant as both human and virtual agents can be scored and evaluated in the same way.
Finally, Zoom has added new templates for healthcare, concierge use cases, and deeper integrations with Zoom Phone, Amazon Connect, and numerous other rival communications platforms.
4. Sales & Marketing Teams Also Gain New Capabilities
Prospecting is a grind for sales reps, figuring out who is worth their time, engaging them, and sending follow-ups. Yet, these efforts rarely convert, and that slows the pipeline.
To combat that, Zoom is adding Agentic Prospecting to its Zoom Revenue Accelerator, its sales intelligence tool.
With this new capability, reps can drop in a list of webinar leads, and it gets to work. In doing so, it enriches each contact with insights, prioritizes the best opportunities, and sends personalized outreach immediately. It can also manage the back-and-forth until a meeting is booked.
Switching to marketing, Zoom has introduced Ask AI Companion for Webinars.
The solution allows people joining late, or who just want a recap, to ask AI Companion for instant summaries. They’ll get the additional context they need to catch up, without creating extra work for the host.
To further support the delivery of webinars, Zoom has also launched a Production Studio, enabling "TV-quality layouts, smooth transitions, and preloaded videos."
5. The Zoom AI Companion 3.0 Is Here
Away from CX in isolation, Zoom has made other platform-wide updates. The launch of its AI Companion 3.0 is likely to capture the headlines.
At Zoomtopia 2023, Zoom released its AI Companion 1.0, which summarized meetings, extracted key takeaways, and surfaced next steps.
The following year came AI Companion 2.0, delivering platform-wide assistance, surfacing information, prioritizing tasks, and helping get more done.
